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Assistant Program Manager - IES

Integrated Employment ServicesFull TimeToronto, ON$60,000 - $70,000 CAD per year

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Position Title: Assistant Manager, Integrated Employment Services (IES)

Report to: Program Manager or Designate

Locations: 355 Church Street, suite 201, Toronto, ON, and 245 Fairview Mall Drive, Unit 201, North York, ON, and with the possibility of working at any of our other locations.

Vacancy: NEW

Vacancy number: MGT-0008

Number of opening: 1

Hours: 35 hours per week, Full-time, In person, This position also requires working outside of regular operational hours including evenings and weekends.

Classification: Permanent - Full Time

Application Deadline: August 28, 2026, 11:59 PM EST

Position Summary The Assistant Manager, Integrated Employment Services provides day-to-day operational leadership and direct staff supervision for the Integrated Employment services across all sites.

The Assistant

Manager is responsible for implementing approved workplans, coordinating service delivery, managing staff schedules and workloads, monitoring program targets, reviewing operational data and ensuring that staff comply with established procedures, service standards and documentation requirements.

The position serves as the first level of management for program staff and is responsible for coaching, performance monitoring, attendance management, operational problem-solving and maintaining effective service coverage.

Working under the direction of the Manager, the Assistant Manager translates program requirements, strategic priorities, and performance expectations into daily operations.

The Assistant

Manager identifies emerging risks, service pressures and performance concerns and provides timely internal reports and recommendations to the Manager.

The Manager retains overall accountability for funder relations, contractual compliance, budgets, formal funder reports, strategic partnerships, and portfolio risk.

The Assistant

Manager is accountable for the consistent and effective execution of day-to-day program operations and front-line staff supervision.

Key Responsibilities

- Day-to-day program operations and Service Delivery Oversight

- Provide day-to-day management of assigned programs and services across locations, ensuring consistent and effective implementation of approved workplans, service standards, procedures and operational requirements.

- Direct and oversee staff in the delivery of client services, workshops, classes and appointments; manage staff schedules, workload distribution and service coverage across locations and delivery models, including coverage for absences, vacancies, training and periods of increased demand.

- Monitor client flow, service volumes, attendance, referrals, waitlists, workload pressures and daily, weekly and monthly performance against established targets; identify gaps, trends and operational risks and direct corrective action as required.

- Translate approved workplans into operational activities, timelines and staff assignments; monitor implementation, resolve delays and barriers, and provide regular progress and performance updates to the Manager.

- Maintain consistent service quality and compliance by communicating operational priorities and expectations to staff, reviewing staff's file management and documentation practices for compliance and coaching purposes, reviewing client feedback and routine complaints, and escalating significant operational, service-quality or performance concerns to the Manager.





- Staff supervision and performance management

- Directly supervise assigned program employees.

- Participate in the recruitment and selection of program staff, including interviewing and making hiring recommendations to the Manager.

- Provide regular individual supervision, coaching and performance feedback.

- Establish clear individual objectives, caseload expectations and operational responsibilities for staff.

- Conduct probationary reviews and performance evaluations in accordance with organizational procedures.

- Manage attendance and address routine performance and workplace conduct concerns.

- Handle confidential personnel and labour-relations matters, including performance documentation, attendance records, workplace investigations and grievance-related information.

- Support staff professional development and identify training needs.

- Internal reporting and data analysis

- Prepare regular internal operational reports for the Manager.

- Review program data for accuracy, completeness and timeliness.

- Analyze trends in service volumes, client outcomes, staff activity, caseloads, attendance and program targets.

- Identify discrepancies, missing information and unusual variances.

- Prepare weekly, monthly and quarterly operational summaries.

- Maintain program dashboards, trackers and reporting calendars.

- Use data to recommend operational improvements, staff supports and resource adjustments.

- Protect the confidentiality and appropriate handling of client and program information

- Compliance support and Risk Management

- Ensure staff follow approved eligibility, intake, service-delivery and documentation requirements.

- Communicate funder and organizational requirements, translated by the Manager, into operational procedures for staff.

- Monitor day-to-day compliance with program guidelines and internal policies.

- Review and approve client employment-related financial supports (ERFS), and employer-related placements, ensuring compliance with funder guidelines.

- Identify possible compliance concerns and take immediate corrective action within delegated authority.

- Escalate material or recurring concerns to the Manager.

- Support preparation for funder monitoring, audits and quality reviews.

- Client service and issue resolution

- Advise and direct staff in resolving complex client-service and operational situations.

- Review escalated client concerns and determine appropriate next steps.

- Ensure client complaints are documented, responded to and escalated where necessary.

- Promote client-centred, respectful and equitable service delivery across the team.

- Monitor waitlists, access barriers, service delays and client-flow issues and direct staff response.

- Escalate reliable incidents, safety concerns and high-risk client matters to the Manager.

- Ensure effective cross-departmental coordination by staff to support appropriate referrals and coordinated services.

- Funder, Financial and Reporting Support

- Participate in funder meetings, operational check-ins and monitoring visits alongside or as delegated by the Program Manager, providing updates on service delivery, targets,



staffing and operational performance, preparing the required operational information and following up on assigned action items.

- Contribute to annual program budget development and forecasting by providing input on staffing requirements, service-delivery needs and operational costs; monitor monthly expenditures, and identify and explain significant variances, emerging pressures and anticipated resource needs to the Manager.

- Assess staffing capacity and workloads and make recommendations to the Manager on staffing levels, vacancies, recruitment needs and resource allocation.

- Prepare and draft internal and external program reports, including operational, performance, outcome and narrative content — compiling and validating supporting data for the Program Manager's review and approval, and exercising appropriate confidentiality and judgement in handling employee, financial, client and funder information.

Minimum Requirements

- University degree in social services, business administration, public administration, education, employment services, workforce development or a related field.

- An equivalent combination of education and relevant program-supervision experience may be considered.

- Minimum three (3) years of progressively responsible experience in program operations, community services or a related environment.

- Minimum two (2) years of formal staff supervision, team-management or operational-leadership experience.

- Experience monitoring program targets, staff performance and service-delivery data.

- Experience developing schedules, managing workloads and coordinating day-to-day operations.

- Experience working in a funded, target-driven or regulated program environment.

- Experience with client management, case-management, CRM or reporting systems.

- Experience working in a unionized environment is an asset.

- Knowledge of settlement, language-training, employment, workforce-development or related community services is an asset.

- An equivalent combination of education, training and relevant work experience may be considered.

Why Join Us?

We believe that meaningful work should also come with meaningful support. As part of our team, you’ll enjoy:

Paid Time Off: three (3) weeks of paid vacation to recharge and refresh.

Paid Sick Days: Twelve (12) paid sick days annually to prioritize your well-being.

Employer Paid - Extended Health, Dental, and Vision Benefits: comprehensive coverage for you and your family.

Employer Paid RRSP

Paid Personal Emergency Days - because life happens.

Paid Recharge and Self-Care Days: dedicated time to rest and focus on your mental health.

Inclusive Culture: a supportive, mission-driven team that values collaboration, innovation, and community impact.

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If you’re passionate about leveraging your program management skills to make a social impact, we’d love to hear from you!

Newcomer Women’s Services Toronto is an equal opportunity employer and encourages applications from women, newcomers, and underrepresented groups.

Accommodation is available on request for candidates taking part in all aspects of the selection process. If you require accommodation, please let us know in advance and we will work with you to meet your needs.

Disclaimer - Artificial Intelligence (AI) tools will not be used in the screening, evaluation or selection of candidates. All applications are reviewed and assessed by our hiring team.

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📌 Assistant Program Manager - IES (Toronto)
🏢 Newcomer Women's Services Toronto
📍 Toronto